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Table of Contents:

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1) Wavelet Service Desk

      1.1)   Where to Submit Your Help Request to Wavelet Helpdesk 

  • Go https://wavelet.atlassian.net/servicedesk/customer/portal/2 or click within your EMP system (Look at video: Introducing JIRA Service Desk). 

  • Click 'General Help Required' to get assistance for general accounting questions, GST related or function inquiry, etc. 
  • Click "Error Reporting" if you face any system errors with Wavelet EMP software. 
  • Click 'Software Enhancements' if you wish to drop us your opinion.  
  • Click ' Request a New Account' to request a new account for an internal user's access to system.
  • Click 'Project Implementation' to request help for new users project implementation.

      1.2)  Wavelet Helpdesk Example: General Help Required

  • Fill in the blank with the information. (**Phone number - we strongly encourage users to provide contact details in order for to serve you better )
  • Click create

NoFunctionsDescriptionRemark
1

Ticket Title

Title of your Request / Ticket / IssueClear and simple title is encouraged
2Number of TicketIssues ListingAllow user to track outstanding issues and number of issues created.
3Comment BoxAllow user to drop comment, communicated with Wavelet Technical team-
4Ticket DetailsAllow user to view the details of the issue-
5Ticket Number

This is JIRA issue number for reference.

(ex: WH-xxxx. WH = Wavelet Helpdesk , xxxx = running number)

Important :

JIRA Ticket Number is compulsory which acts as key tool for Wavelet Support's reference.

6People Involved ListList of people involved in the project. For instance, "Creator" & "Participant"Please take note, Participant could be internal of Wavelet Solutions employee.
7

Others (You Can)

Allow user to add comment and attachmentBrief and clear supporting documents (Image, file) are required in order to understand your request efficiently and effectively.



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2) Know More about Your Request / Ticket / Issue

2.1) Issue urgency


Critical

      • Server down due to whatever reasons, we will respond immediately. Please escalate to Level 2 immediately.

Urgent

      • Bugs / error that cause the business to stop operations.

      • Respond within 1 days

      • Fix within a week.

Normal

      • Less critical error but business can continue to run

      • Estimated time to resolution 1-2 weeks (10 work-days).

2.2) Escalation Levels

Level 1: General Support 

Level 2: Support Team Managers

    •  JIRA Service Desk ticket number (WH-XXXX) is required when user escalate the issue/problem to the Technical Support Team Managers.

    •  Suhaida   (email: suhaida@wavelet.net, Telegram ID: @Sue_Rahman)

Level 3:  Contact CEO

    • JIRA Service Desk ticket number (WH-XXXX) is required when when escalating the issue to the CEO.

    • Email to vincent@wavelet.net
    • Instant Messengers:
      • Telegram   : leehongfay
      • QQ            : 859258942
      • WeChat     : 859258942 or leehongfay
      • Skype        : leehongfay 
      • LINE          : vincent@wavelet.net
      • Whatsapp is the ONLY messenger, it has cross platforms issues and very slow. Please do not use Whatsapp to contact to the CEO. 

2.3) Billing Information 


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3) How to Check My Request / Ticket / Issue Status


  • Click the icon:  
  • Fill in the Request/Ticket/Issue number (ex: WH-XXXX) into "Search" Text Box to search for the particular issue. Alternately, you may add issue number right after the links shown as:  https://wavelet.atlassian.net/servicedesk/customer/portal/2/WH-XXXX 
  • Click on the issue to view in details and progress status.





TitleDescription
Role Examples

Creator : lemonolw 

Participant : Ong lay wen 

Wavelet's Team : Lwen (Watcher, PA to CEO) , Sherry Loh ( Task owner / Assignee , technical support )

Understand the story happened above : 

  • "Lemonolw" who is the account executive of the Company ABC that using wavelet ERP system. 
  • She was facing problem to get Wavelet's EMP user guide. 
  • She recalled, Wavelet project manager advised her to make use of " Wavelet Helpdesk" whenever she encounters problem during project implementation.
  • Thus, she quickly registered an account, login and created issue (WH-8941). She also added "Ong lay wen" which is her team lead. Her team lead would be able to view the issue and receive Email of the particular issue status update. 
  • Within 2 weeks time (Minor Issue), she received comment from " Sherry Loh" . 
  • Issue status changed from to .
  • She was happily to announce that she had successfully resolved her problem. 


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4) How to Add Participant for Receiving Status update

  • Click.
  • Fill in Participant email address.
  • Email notification will be send out to the Participant indicate that He/She is being invited to receives status update for the particular ticket. 
  • Email notification will be send out to the Participant wherever there is an update on the particular ticket. 
  • Participant receives Email Invitation & Notification on Request / Ticket / Issue update.